Application Service Desk

7 hours ago

Mumbai, India Triangle Global Full time

Operational Management: ? The application service desk lead will include hands on technical support work related to the Incident, Problem management process in IT environments. ? This position will perform tier-2 escalation support and act as the point of contact in the incident management for all application incidents query /escalations. ? The application service desk lead will manage all related operational expectations for application incident management. ? Ensure continual process improvement within the Incident management process routine administration tasks. ? Identify areas for process and efficiency improvement within the application service desk; recommend prioritized enhancements and oversee implementation. ? Ensure that reports are accurate and delivered on time. ? Take responsibility for the day to day operation of the team, providing overall guidance and supervision. Maintain and monitor required staffing levels and schedule to ensure that the team can meet the demand and respond in a timely manner to application, network and server anomalies and outages. ? Conduct team reviews and be responsible for personal and development of team members ? Daily, weekly, monthly and quarterly MIS and review conduction for Command Centre performance. Acquisition and Development: ? Handle escalations and manage application service desk support from different levels. ? Ensure adherence of operational metrics. ? Hire, develop, and retain highly responsive and customer focused L1 engineers to ensure the effective operation of the department ? Manage tools, systems and procedures to ensure dynamic management of issues and alert and event management. ? Ensures all members of assigned technical teams are effective and fully utilized in order to provide high resource utilization. ? Evaluates technical skills of the team and ensures there is an appropriate level of expertise. ? Provide procedural training to staff. ? Perform performance objectives and performance reviews with all team members.

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